Customer Engagement Specialist - Full Time

Caesars Sportsbook & Casino; Las Vegas (NV); On-site; USD 52,000 - 76,000; Full time

Job summary

Caesars Digital is hiring a Customer Engagement Specialist to proactively engage customers who hit friction points during activation, onboarding, or ongoing loyalty. You will use personalized outreach and consultative problem-solving to remove barriers, resolve issues, and re-engage customers to maximize retention and revenue opportunities.

In this role, you will collaborate with cross-functional teams including Service Recovery, VIP, Retention, Payments, and Product to drive activation,

Qualifications

• 2+ years in customer service, retention, sales, hospitality, account management, or customer success.
• Excellent verbal and written communication skills.
• Strong relationship-building and problem-solving capabilities.
• Experience using CRM and customer engagement platforms.
• Ability to work in a performance-driven environment with measurable goals.
• Gaming, sportsbook, casino, financial services, or telecom experience preferred.

Responsibilities

• Conduct outbound outreach to customers identified through Service Recovery programs.
• Assist customers who abandon registration, verification, or funding processes.
• Support KYC completion, failed deposit recovery, and source-of-funds documentation requests.
• Engage high-value prospects and newly registered customers to drive activation and first-time deposits.
• Reactivate dormant and inactive customers through personalized outreach.
• Coordinate with Customer Service, VIP, Retention, Payments, and Product teams to resolve issues.
• Document customer interactions and identify recurring customer pain points.
• Serve as a customer advocate by escalating trends and process improvement opportunities.

Skills

CRM platforms

Communication

Relationship building

Problem solving

Outbound outreach

Tools

CRM software

Job description

Job Description

The Customer Engagement Specialist is responsible for proactively engaging customers who encounter friction points that may prevent account activation, ongoing engagement, or long-term loyalty. Through personalized outreach and consultative problem-solving, the Specialist removes barriers, resolves issues, and re-engages customers to maximize retention and revenue opportunities.

Responsibilities

• Conduct outbound outreach to customers identified through Service Recovery programs.
• Assist customers who abandon registration, verification, or funding processes.
• Support KYC completion, failed deposit recovery, and source-of-funds documentation requests.
• Engage high-value prospects and newly registered customers to drive activation and first-time deposits.
• Reactivate dormant and inactive customers through personalized outreach.
• Coordinate with Customer Service, VIP, Retention, Payments, and Product teams to resolve issues.
• Document customer interactions and identify recurring customer pain points.
• Serve as a customer advocate by escalating trends and process improvement opportunities.

Qualifications

• 2+ years of experience in customer service, retention, sales, hospitality, account management, or customer success.
• Excellent verbal and written communication skills.
• Strong relationship-building and problem-solving capabilities.
• Experience using CRM and customer engagement platforms.
• Ability to work in a performance-driven environment with measurable goals.
• Gaming, sportsbook, casino, financial services, or telecom experience preferred.

Additional Requirements

• Customer activation and conversion rates
• First-time deposit conversions
• Customer reactivation volume
• Revenue recovered and retained
• Outreach productivity and quality scores
• Customer satisfaction metrics
• Resolution completion rates

About Us

At Caesars Digital, We Don't Just Play the Game - We Set the Standard.

As a proud part of Caesars Entertainment, the world's premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence.

We believe every Team Member should be treated like royalty because We Are All Caesars. This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers.

From cutting-edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we're building something extraordinary. And we want you to be part of it.

Ready to make your mark on the Empire?

Explore our open roles and discover how you can help shape the future of gaming.

Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.